Manager of Enterprise Customer Success, Instacart

• 7+ years in Customer Success, Consulting, or a related field
• 2+ years of People Management experience
• Strong project/program management skills
• Technical proficiency to articulate Instacart’s Enterprise capabilities and offerings
• Self-starter adept in an ambiguous and rapidly changing business environment
• Excellent communication skills, capable of simplifying complex issues
• Comfortable with large data sets and deriving business insights from analysis
• Ability to manage cross-functional initiatives and present to leadership
• Creative and proactive approach to problem-solving
• Positive and influential relationship builder

Desirable

• In this impactful role, you will lead a team of 5-10 Customer Success Managers (CSMs) who support and drive growth for our largest and most strategic retail partners
• Responsibilities include day-to-day coaching, mentoring, and managing your team, providing strategic and consultative guidance to CSMs to drive growth for their retailers, assisting with cross-functional coordination, assisting with and holistically unblocking retailer requests and escalations across your entire portfolio, and continuously improving customer success processes, metrics, and strategies
• This role is housed within the Enterprise Customer Success team, part of the larger Enterprise Solutions organization
• You will engage in substantive collaboration across multiple specialized groups, including Business Development, Product, Engineering, Project Management, Solutions Architecture, Technical Support, Documentation, and Sales Engineering
• Your work will have broad exposure to a range of significant business operations and strategic initiatives, placing you at the core of our enterprise-level expansion efforts
• Oversee the overall book of business for all CSMs reporting to you
• Continually train and develop the CSMs reporting to you
• Collaborate and build deep relationships with Business Development, Data Science, and Product teams to execute and help create tools and playbooks for retailer engagement and growth on the Instacart Platform
• Act as a subject matter expert on Instacart’s enterprise offerings, providing guidance and educating CSMs on best practices for success
• Develop and refine templates for partner-facing materials to clearly communicate the benefits of our enterprise solutions
• Understand and articulate internal processes and competitive landscape, ensuring your team effectively navigates and leads within our industry
• Engage with internal and external partners at all levels to educate, collaborate, and solve problems effectively
• Develop a profound understanding of both our business operations and the competitive landscape relevant to distinct solutions
• Continuously improve customer success and cross-functional processes, metrics, and strategies
• Coordinate with Business Development to align Instacart’s varying enterprise solutions with the specific business goals of different retail partners
• Join retailer calls to support your CSMs and build your own retailer relationships
• Promote unique value propositions of our diverse solutions to maximize partner success and satisfaction
• Monitor retailer KPIs for your entire book of business across different platforms to ensure effective adoption and optimize the implementation of best practices
• Maintain and expand product knowledge to continuously enhance service delivery and retailer education
• Act as a key internal liaison for retail partners, facilitating robust feedback loops with Product teams to refine our offerings